About Freshworks
Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).
Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.
About the Role
As a Product Leader at Freshworks, you will directly lead a talented product management team and influence other cross-functional teams to develop new product capabilities and experiences that will be used by teams world-wide to delight employees. We're looking for a strategic thinker who has a strong product and technical acumen to lead our AI Product Development team and shape our products and business in the coming years via the cutting edge advancements in AI. This includes gathering and prioritizing requirements for the product, defining the vision for embedded AI across our suite of products, delivering value and impact to our customers and collaborating with other leaders from the product design, engineering, marketing, and sales teams to ensure that the company’s financial and customer satisfaction goals are met. The Head of AI will work closely with our Chief Product Officer and Founder/CEO to bring their vision to life. As a product leader at Freshworks, you thrive equally when leading teams, or directly leading work yourself.
Responsibilities
Product & Business Growth:
- Well established AI product leader with solid vision of the future
- Establish the AI feature/function strategy and the key business goals across our products
- Define the key market segments, pricing strategy, revenue projections, product roadmap and technical priorities, new product introduction, enterprise risk management and deprecation of products
- Influence stakeholders for cross organization alignment and collaboration for key product strategies
Evangelization:
- Manage key stakeholders at the corporate leadership level and build support for the product strategy and roadmap
- Represent the organization and share business and product updates with global analysts and top customers and at industry events
Product Strategy:
- Align and motivate the team to achieve product and business goals
- Allocate budget and resources to achieve business results
Product Delivery:
- Work across product teams to establish processes that improve discovery, decision making, and shared accountability
- Review and bring about practices that help teams perform better, deliver with improved product velocity and quality and acquire, retain and maintain happy customers
Key Responsibilities:
- Drive long-term strategy and vision for embedding AI across our products, leveraging broad customer research, customer experience and new technologies to deliver features to our customers.
- Identify AI projects of high business impact including both product-related projects, and research projects with focus on Innovation. Collaborate with the product leadership.
- Prepare an annual roadmap for AI implementation.
- Define the AI implementation process. Ensure project implementation governance on the ongoing basis.
- Build the roadmap for development, testing, deployment of AI models.
- Build the strategy for ethical AI and its implementation across different AI projects. Get involved with the interaction related to ethical AI with stakeholders including customers/partners AI governance team, auditors, regulators on the ongoing basis.
- Innovate and demonstrate Thought Leadership by thinking big and driving new product ideas
- Drive requirements definition, customer experience design, product roadmap and prioritization
- Define and own the business metrics and OKRs for embedded AI including Product led growth, customer satisfaction and new business and expansion growth
- Ability to translate complex processes into technical requirements while also managing delivery and operations
- Work with the customers to prioritize problems or themes to reach the outcomes
- Work with both UX and Development to understand design or technology implications in solution ideas
- Build, grow and mentor a world-class team of Product managers
- effectively communicate and execute the product roadmap that delivers against the vision and communicate product launches and timelines to key internal and customer stakeholders
Qualifications
- 15+ years of leadership experience with focus on engineering and delivery and at least 7+ years in advanced analytics, research, modeling/data science or relevant experience
- 5+ years of experience of working AI domain
- Experience communicating with technical and non-technical stakeholders at all levels across the business
- Bachelor's degree in computer science, engineering or a related discipline
- Proven record of building, managing and sustaining product organizations
- Having a Masters in Business Administration is an added advantage
- Must have the ability to influence people at the business unit level
- Must have the ability to understand the technical and non-technical aspects of product development
- Experience developing technology solutions in a fast-paced environment
- Excellent problem-solving skills
- Excellent verbal and written communication skills